Service Management overview
Service Management is a comprehensive helpdesk solution that manages support and service requests, incidents, change requests, and problems. Service Management includes these modules that adhere to ITIL v3 best practice recommendations:
Plan
- Service Portfolio Management to define and manage service definitions
- Service Catalog Management to categorize and manage services and offerings
- Time Period Management to define and manage maintenance windows, blackout periods, work schedules, holidays, and events, for use in Change and Service Level Management
- Service Level Management to define and track review and resolution metrics for Incident and Service Request Management
- Vendor Management and Contract Management to organize internal and external vendors, and contracts with these vendors
- Idea and Proposal Management to collect and track service-related ideas and proposals, and align proposals with business objectives
- Application Portfolio Management to assess and prioritize the current application portfolio and determine which applications need to be modernized
- Project and Program Management to track and manage IT projects, programs, and project portfolios
Build
- Change Management with embedded normal, standard, and emergency workflows, task management, and change models
- Release Management with embedded workflow and models
- Knowledge Management to organize and reuse resources such as knowledge articles, solutions, user input, and historical knowledge
- Service Asset and Configuration Management with an integrated On-Premise Bridge to your local UCMDB instance
- Survey Management to create surveys that collect user feedback and enable problem analysis
Run
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Service Request Management to fulfill support or service requests
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Incident Management that includes embedded workflow and collaboration features
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Problem Management with task planning, embedded workflow and collaboration features
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On-Call Schedule Management to manage agent availability, and the distribution of tickets and notifications
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Software Asset Management to manage, control, and protect software assets
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Financial Management to view the financial aspects of various assets
All Service Management modules work together as a complete solution. You can personalize your instance when you add your own data, build forms, add business rules, modify workflows, and more to meet your organizational objectives.
